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Hi,

Is it possible to include a custom field with a value to the chat? I have multiple websites that use the chat and when a customer chats with us, I want to send the website name in a custom field to the customer service rep.

Add a new custom field and name it "Website" or whatever you'd like. For Applies To, choose Data. You can keep Data Type as Text and the Default Value empty. Click OK.

Now click on the Templates tab and edit the Default Live Chat Template (or whatever template you use for that specific department).

Click on the Field Definitions tab and choose Add from the toolbar. Select Website from the Custom Field dropdown menu. For Visibility, choose Agents. (This makes it so the custom field won't show when users are submitting new live chats. It will only be seen on the backend by agents.) Select Show in communication view if you'd like agents to see the field while chatting and not only on the Custom Field tab when in live chats.

Save the field definition popup. Then save the template and you're done!

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Hi Andrea,

Thank you for your help. I followed your steps. The agent will see the field "website" with a value NA. How do I fill in the field behind the scenes. Is it possible to change the script which I get from the "website integration" tab to something like website=mywebsite.com?Nick BrodtOctober 27, 2015 at 1:14 PM

I'm not terribly technical, so unfortunately, I'm not positive whether you're able to change that script or not.. As far as filling in the custom field though, an agent would click on the Custom Field tab when viewing the live chat to add the website info. That website will then be displayed on the Communication tab to all other agents who view the chat. Andrea RogersOctober 28, 2015 at 10:36 AM